Team Lead

4 weeks ago

Delhi, Delhi, India People Staffing Solutions Full time

Role Overview

We are seeking a dynamic and people-focused Team Leader – Operations with experience in International voice processes . The role requires end-to-end ownership of team performance, customer experience, and process excellence across key operational metrics.

Key Responsibilities

  • Drive CSAT improvement while minimizing DSAT through coaching and effective issue resolution.
  • Ensure adherence to SLA , AHT , FCR , and other contractual metrics.
  • Manage team attrition and shrinkage through proactive engagement and workforce planning.
  • Conduct regular coaching, feedback sessions, and audits to enhance performance quality.
  • Monitor and track KPI/KRA performance; publish reports and highlight gaps with action plans.
  • Handle conflict resolution within the team and act as the first point of escalation for customer issues.
  • Conduct performance reviews, floor support, and motivational sessions to maintain a high-performance culture.
  • Collaborate with Quality and Training teams to close knowledge/skill gaps.

Requirements

  • 1–4 years of experience as a Team Leader in international BPO voice process .
  • Strong track record in people management, performance coaching, and conflict handling .
  • Excellent knowledge of operational metrics (AHT, SLA, FCR, CSAT/DSAT, shrinkage, attrition, audits, KPIs & KRAs) .
  • Excellent communication, analytical, and problem-solving skills.
  • Willingness to work in a 24×7 environment (rotational shifts).

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